Superior Support and Service to Meet Your Business Needs
BuyToughPC Service Center programs ensure maximum performance throughout the lifecycle of your advanced data capture, mobile computer or wireless infrastructure device. BuyToughPC Service Center facilities are fully equipped with the latest tools and applications to deliver the highest level of technical service and expertise.
Flexibility Built In
BuyToughPC Services offer three levels of support designed to meet your needs and budget. Priority, Rapid, and Standard level programs provide a variety of service, turnaround and response time programs, ranging from basic repair to complete out-of-the-box readiness. In addition to standard programs, BuyToughPC Services offer customized Service Center contracts so you can tailor your own support program.
Consistency and Responsiveness
For any of the Service Center support program and options you choose, you'll have total confidence in the accuracy and responsiveness that goes into addressing your concerns.
Service Center Excellence: Your equipment is expertly repaired to the original factory specifications with strict adherence to BuyToughPC engineering procedures.
Technical Expertise Always on Call: Extensive support for your BuyToughPC products and services is a phone call away to the BuyToughPC Support Center.
The BuyToughPC North American Support Center stands ready to assist customers during normal business hours by telephone or via e-mail, fax or the Web. Optional extended availability provides support up to 24 hours a day, every day of the year.
An experienced support technician works with you to solve your problem. In fact, for BuyToughPC support contract customers 90 percent of the calls to the North American Support Center are answered in 60 seconds or less with a first call resolution rate of over 90 percent.
A Single Source for Total System Support: Reduce risk, streamline operations and accelerate your learning curve with a single point of contact for all your support needs. Plus, every BuyToughPC Service Center program includes access to MyToughPCService ™, a dedicated Web portal that delivers instant access to your service and support data.
Why BuyToughPC Support? |
Expert repair of your products by the manufacturer to original manufacturing specifications |
Reliable turnaround at a known cost |
Defined response time and escalation path for telephone support |
State-of-the-art technology for complete diagnosis and testing using the same methods utilized in the manufacture of the product |
Coverage for normal wear and tear |
Defined engineering changes applied |
Your choice of programs to support your specific needs |
Web access to MyToughPCService ™, your single point of access to information about your BuyToughPC Services and FAQ’s (UNDER DEVELOPMENT) |
Standard Service Center Programs
Use the chart to help determine the best Service Center standard program for your requirements.
Service on Delivery |
Standard |
Rapid |
Priority |
|
3-day turnaround/Express Service 1,3 |
|
|
Yes |
10-day turnaround time3 |
|
Yes |
|
30-day turnaround time3 |
Yes |
|
|
Covers normal wear and use |
Yes |
Yes |
Yes |
Discount on materials, parts & labor |
0% |
10% |
15% |
MyBuyToughPCService Web Portal |
Yes |
Yes |
Yes |
Battery maintenance, configuration management |
|
|
Yes |
Telephone Support |
Standard |
Rapid |
Priority |
|
Monday – Friday coverage |
Yes |
Yes |
Yes |
8:00 a.m. – 5:00 p.m. coverage |
Yes |
Yes |
Yes |
4-hour escalation |
|
Yes |
|
2-hour escalation |
|
|
Yes |
Other Support Services from BuyToughPC
Product upgrades
On-Site System Support
Custom Service Center Program Options
In addition to the standard Service Center programs, you can opt for a customized contract tailored with the following options:
Repair Options
Comprehensive Coverage2 : Extend the protection of your BuyToughPC hardware to provide for the replacement of plastic components, displays and keyboards damaged during extreme use.
Application Loading: BuyToughPC stores and reloads software applications onto your terminals at the time of repair.
Battery Maintenance: BuyToughPC tests and recharges batteries shipped with whole unit repairs to 80% capacity and replaces any batteries that cannot be recharged at a discount.
Configuration Management: BuyToughPC loads site-specific information such as IP addresses, wireless identifications and frequencies onto products under contract at the time repair.
Response Options
Service Center Express: Can't afford to wait? Initiate same-day shipment of a replacement unit with a phone call.
Expedited Telephone Support and Expanded Hours: Choose from a number of options including priority one-hour telephone response and weekend, holiday or around-the-clock coverage.
Overnight Air Freight: Supply BuyToughPC with your air bill account number and your shipments will be sent overnight.
24-hour Turnaround: Shipped units receive normal Service Center repair with one business-day turnaround.
1 – Customer-supplied spares required
2 – Subject to BuyToughPC's terms and conditions
3 – Turnaround time does not include time in transit
Service availability may vary by country. Contact your BuyToughPC representative for more information.
Specifications are subject to change without notice. All product and company names are trademarks, service marks or registered trademarks of their respective owners.
For system, product or services availability and specific information within your country, please contact BuyToughPC office or your local Business Partner.
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